Stake Casino - Player struggles with account verification requirements.

The SATAKE casino is asking me to verify my account, but when I send the required documents, they are not accepted. They are requesting bank statements from the last 3 months, but all my deposits were made using cryptocurrencies. It doesn't make sense for them to ask for these documents. Please help.

Dear matiasb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Which payment method would you like to use for your withdrawal?
• Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

• If I had already made withdrawals without any problem, all my withdrawals were for cryptocurrencies
• They were deposits, there was no profit nor any type of bonus.
• cryptocurrency
• Please send an email with screenshots to the indicated email address. I look forward to your response. Thank you very much.

Dear matiasb, thank you for the information provided.

Have you provided the casino with the proof of address?

Could you please share your transaction history?

• I have already sent the corresponding proof of address and it was not accepted.
• Sure, but what transaction history are you referring to?

Dear matiasb, the history of deposits and withdrawals you made.

Ok, I already sent it to the email you provided me previously ( ). I look forward to your response, thank you.

Thank you very much, matiasb, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi matiasb,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

I'd also like to specify that bank statements were asked from you to conduct Level 3 verification, which is verification of your address. So despite your deposits in crypto, the casino has a right to ask you for the bank statements as proof of address. This is mentioned in their terms and the articles on the website.

Dear Stake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what documents you received for Level 3 and 4 of KYC and for what reasons they were rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear matiasb, 

We regret to inform you that there was an issue processing your verification. For level 3, payslips were uploaded, and for level 4, only a bank statement was provided. To complete the verification process, we kindly ask that you upload the following documents:

For Level 3 verification: We request that you submit a utility bill and proof of payment for the past three months.

For Level 4 verification: It is essential to provide a recent payslip and a bank statement covering the previous three months. Ensure the salary figures on the payslip correspond with and can be verified against the transactions in the bank statement.

Additionally, documents need to be uploaded directly to Stake.com through your personal account: https://stake.com/settings/verify. Upon receipt of documents that meet our criteria, we will expedite the review process with our team.

We look forward to your prompt response and appreciate your cooperation in this matter.

Kind regards,

Thank you for the response, Stake Casino.

Dear Matias, please let us know if you have the requested documents in your possession (utility bills and confirmation of payment as proof of address, and payslip and bank statements as proof of source of funds).